Senior Customer Success Manager

Stream is on a mission to bring better financial wellbeing to frontline workers. We partner with some of the world’s most famous employers - like Asda, Bupa, Burger King and the NHS - to make it happen, giving their teams access to a range of different financial benefits. Over three million people can now choose how often they’re paid, start saving, use budgeting tools, get free financial coaching, and access fairer financial products. All in one financial wellbeing super‑app.

Stream is unique: VC‑backed and growing at scale‑up pace, but with a social conscience. Some of the world's leading financial charities and impact funds were our founding investors, and we operate on a social charter - which means every product we build has to improve financial health and reduce the $5.6bn ‘premium’ lower‑income earners pay for financial services each year.

You’d be joining a team of over 300 passionate, ambitious people, across Europe and the USA, building a category‑leading fintech product and all united by that same mission.

The Opportunity: When an employer signs up for Stream, they are buying a service that has the potential to transform their business by improving the financial wellbeing of their workforce. This can only happen if enough people know about Stream and are reaping the benefits! As a Senior Customer Success Manager, you’ll be at the heart of our mission, responsible for ensuring every client stakeholder, frontline manager and employee hears about Stream and will continually reinforce the impact Stream is making on our client’s people at an organisational level.

The Team: You’ll be part of a high‑performing Customer Success Team responsible for app adoption rates, client retention and identifying opportunities for product expansion, as well as creating advocates of our products and services.

What will you be doing?

• Meeting with senior stakeholders at our enterprise & mid‑market clients, establishing strong rapport and trust.
• Building detailed and impactful communication and account plans for each client, outlining steps to achieve adoption, retention, and growth within your portfolio.
• Leveraging a ‘land and expand’ sales approach to identify opportunities for upselling and growing accounts.
• Using regular touchpoints to understand your client’s business priorities and advising on how Stream’s toolkit can help achieve their goals, including the adoption of new products.
• Identifying potential risks within accounts and escalating them as needed to mitigate challenges.
• Collaborating cross‑functionally with support, delivery, product, marketing, and sales teams to optimise processes and ensure successful customer outcomes.
• Acting as the voice of the customer by sharing actionable insights with the wider business to improve products and services.
• You’ll be a Stream Advocate – you'll live and breathe our brand, culture and values!

What experience might you have?

• Work experience across PR, Marketing, Sales, Customer Success and Account Management; a creative person able to establish great relationships, influence senior stakeholders (both internally and externally) and quickly turn ideas into action.
• A can‑do, hands‑on attitude ready for a varied and challenging role, delivering everything from platform overviews to showcasing engagement results and submitting clients for industry awards.
• Strong prioritisation skills, applying a commercial lens in decision‑making and focusing on the right priorities.
• Excellent communication and data interpretation skills, summarising key findings and actions in both written and presentation formats.
• Ability to engage in meaningful conversations with senior HR, Reward, Benefit and Payroll executives.
• Prior exposure to upselling and cross‑selling with a capacity to identify opportunities to grow accounts and increase client adoption.

Within 1 month you’ll have:

• Understood your team members, the Stream platform, and the associated tech and data.
• Met with clients, shadowed meetings, and grasped what makes a successful customer, plus the Stream lingo.

Within 3 months you’ll have:

• Took ownership of your client portfolio and comfortably led client calls, pitching and executing awareness and account plans.

Within 6 months you’ll have:

• Contributed to positive outcomes at your client’s businesses by successfully executing launch and account plans.
• Taken full ownership and accountability for revenue, adoption and advocacy of your client portfolio.
• Proposed ideas and solutions to solve customer needs and shared learnings with team members.

Working Policy: Hybrid policy: 3 days a week in our London office, with flexibility to work from home. Role requires travel for client meetings and events.

What will we do for you?

• 25 days annual leave plus public holidays, with up to 5 days rollover and flexible time off for childcare/family needs.
• 24 weeks paid maternity leave and 4 weeks paid paternity leave for employees with over 12 months service.
• Special leave for IVF and other fertility treatments.
• Sabbatical scheme.
• Paid leave to volunteer.
• Private healthcare including comprehensive mental and physical healthcare.
• Salary sacrifice to pension and bonus exchange to pension for tax/NI savings.
• Season ticket loan.
• Access to Salary Sacrifice Schemes via ThanksBen (benefits marketplace), including workplace nurseries, Cycle to Work, Home and Tech Scheme, etc.
• Access to Stream app.

At Stream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences and opinions allows our employees, our product and our community to flourish. Stream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.